Point-of-sale company Lightspeed rolled out Intercom's Fin AI agent across a multi-region, multilingual contact center. Lightspeed reports Fin resolves 45–65% of support volume across its workspaces and is involved in 99% of conversations.
Reported outcomes
Outcomes are reported exactly as stated by the source; we have not independently audited them.
How it works
- Fin answers inbound conversations first across products and languages.
- Unresolved conversations go to human agents, who use Intercom's Copilot.
Risks & compliance
- New human agents see fewer basic queries, which affects training (noted by Lightspeed)
Editor's notes
- Source page is undated; accessed 2026-10-17.
Tools mentioned & how to build it
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Tools mentioned
- Fin AI Agent (Intercom)
Intercom's customer-service AI agent; the most-documented tool in the casefile.
Build a version yourself
- n8n
Open-source workflow automation with AI agent nodes; self-host or cloud. - ElevenLabs
Voice models and a conversational-agent platform behind many voice agents. - HubSpot (Breeze agents)
SMB-friendly CRM with Breeze AI agents for prospecting and support.
Sources
“Fin is currently resolving between 45-65% of our support volume across our workspaces.”How Lightspeed achieves up to 65% resolution rate with Fin
Grade rationale: Named organization with quantified outcomes on the vendor's customer page. Automated check on Oct 17, 2026: 1/1 quotes and 2/2 outcome claims matched the source. Compiled by the Agent Casefile research desk (AI-assisted; see methodology). Spot an error? Request a correction.
